Voice Technology is Essential to Digital Transformation
Advances in speech technology are ensuring that voice continues to have a role in customer interactions.
How to Build the Perfect Chatbot
The right testing considerations can make all the difference when it comes to designing an effective chatbot.
Transforming Customer Interactions with Conversational Insight
Connect to Customers with the Help of Google, Amazon, and Apple
Building digital assistants to help customers is becoming an industry requirement, so companies should start soon if they don't already have one.
Customer Support Predictions for 2020
Staying ahead of key trends can be key in helping companies create a personalized customer experience. Here are five key trends that will shape customer support in 2020.
Rethinking Voice in a Digital World
For years, investments in the voice channel have taken a backseat to digital. But thanks to the rise of IoT devices and AI-driven conversational experiences in the consumer realm, organizations must rethink the role of voice.
Software Inside the Hardware: Unlocking the Skills in a VUI
Much as developers rushed to put new apps onto Apple's App Store in 2009, we're seeing a bit of a gold rush to develop new skills for voice assistants. But developing for a VUI is an entirely different challenge.
Video: The Current State of Conversational Systems
Conversational Technologies Principal Deborah Dahl discusses the state of the art for the three pillars of conversational systems in this clip from her keynote at SpeechTEK 2019.
Humanizing Voice Technology to Connect with Patients
Wolters Kluwer Health turned to VUI to keep patients engaged, on-track and, ultimately, healthy. Along the way, the team also discovered empathy in technology.
Conversational Service Automation: The $350 Billion Industry That Will Surprise Everyone with Its Next Move
People are increasingly looking to customer service to solve complex problems quickly, on a multitude of platforms -- and the brands that can find a way to do all of those things will build long-term affinity with their clients. Here's how companies can achieve success by keeping customers around with proactive customer service.
4 Reasons Why Purchasing with Voice is the Future
Explore four consumer trends that are driving the growth of voice intelligence in point of sale platforms.
How Artificial Intelligence is Transforming Human Resource Departments
The human resources (HR) function has seen many transformations over the years but the increasing use of artificial intelligence in the workplace presents challenges and opportunities to the profession.
Why Consumers Prefer People For Customer Service Queries
Do customers consider chatbots a better solution to common issues they may face online? A survey suggests that human-facing customer service is still the best way to satisfy your customers.
Digital Marketing & Voice Search: What Marketers Need To Know
The smart speaker marketplace—think Amazon Echo and Google Home—is growing like gangbusters, and digital marketers who are in the know, are bracing for its impact. The emerging category is evolving rapidly, and could affect the digital marketing landscape in a similar way that mobile devices and smartphones did a decade ago—except maybe faster and more pervasively.
Q&A: Why Chatbots Aren't Just for Digital Channels
What do you picture when you think about chatbots? A speech bubble on a screen? Maybe one of the many virtual assistant devices making their way into homes? Whatever the picture is in your mind's eye, it's likely it involves digital channels. But Scott Horn, CMO of 7.ai, says you're missing a big piece of the puzzle if you're only taking a digital approach to chatbots.
How Millennials' Expectations Are Changing Contact Centers (Video)
Allyson Boudousquie, VP of Market & Product Strategy at Convergys (which has since been acquired by Concentrix), discusses the impact of millennials on contact center technology and practice in this clip from SpeechTEK 2018.
Three Keys to Handling Complex Interactions (Video)
Convergys VP, Market & Product Strategy Allyson Boudousquie explains the essential elements of ominchannel interactions present and future in this clip from SpeechTEK 2018.
How AI is Charting the Use of Chatbots in IT
Artificial Intelligence technology helps to improve enterprise workflows and IT practices.
Top 5 Tips for Designing Chatbots
The following five tips should help you avoid most common pitfalls while designing your chatbot or digital assistant and create a satisfying user experience.